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Rapid IT Service Management


Rapid ITSM is an Agile methodology to expedite the implementation of an ITSM Program.  Rapid ITSM leverages our extensive reusable engagement material that accelerates the deployment of an ITSM program.  Rapid ITSM achieves this with an user-friendly web-based interface.  Rapid ITSM can be used as-is or customized to adapt to your needs.

What is Agile?

  • It's a methodology

  • It's a set of best practices for managing projects

  • It's a way of working as a team

What it's not:

  • It's not a tool

  • It's not an exact way of writing requirements

  • It's not an exact way of communicating

I compare it to playing football. Sometimes you want to play man-to-man, other times you want to play a zone. Those are two ways of executing the game. Agile is a way of executing a project, so it is a project methodology.

Agile is iterative

This means that we go in tight cycles. We'll work for a while, and then we'll see what we get and then we'll revisit all the plans, make as many changes as we want and start again. Those are usually called sprints or iterations. Those could be a week or two weeks.


This is the total opposite of the waterfall technique, where we write a gigantic specification, and everybody works away on it, and then you get it signed by the client and then you build to it like a blueprint. It's like building a high rise building. Once the blueprint is done, you don't make major changes. That's the waterfall technique.


Agile is the total opposite of the waterfall technique. We love changes. We revisit the plan constantly. So we do tight iterations. Iteration is a very important in Agile.

Agile is very streamlined

When we do Agile development we really favour getting to work and digging in and doing stuff, as opposed to having tons of documentation and a million meetings, and all this process and overhead.


So, in Agile, we have a lot of quick meetings. We favour short, tight documentation over huge documents. We don't have a million milestones, and a ton of process overhead. We're very, very streamlined, we want to move fast.

Agile is time-boxing

The term time-boxing really just means that you're going to plan your work by time instead of by features, and this is a concept that takes time to get used to. In most projects you'll say, we want to do feature A, B and C, and we're going to do them in that order. And we're going try to get them done in three weeks. But, we'll try to get them done in three weeks. But we'll see if we can possibly do that. We're definitely going to do those features.


In agile we time box. We do it in the opposite way. We say we're going to do three weeks of development and we're going to try to get features A, B and C. We're rigid on time, not on features. If halfway through, we get it all done, we'll say, great! Let's add in feature D. Let's keep working, because we planned three weeks of work.

Agile is hugely collaborative

In an Agile project, everybody is talking to each other all the time. It's a fast moving thing. You don't disappear for two weeks and come back with a finished product. So, those are the key points about Agile. And when you put it at such a high level it sounds great. It's so much better than the waterfall technique, right?  But in reality, there's a lot of challenges.


Internal Control is a mandatory requirement for regulatory compliance [SOX, COSO, Bill198, HIPAA, BASIL2, GAAP, ...].  Since Information Technology is an integral part of the business, internal and external auditors require that the IT organization demonstrate internal controls through governance.   However, there are many challenges for demonstrating the internal controls.  Rapid ITSM demonstrates these internal controls by providing documented evidence to auditors.  Rapid ITSM is a non-proprietary open system that anyone can use without extensive training.


A successful implementation of an IT continuous service improvement program is the result of knowledgeable and dedicated people working together. This requires company-wide commitment, transparency, planning and experienced guidance.   Management wants to see the results in months, they cannot wait years to realize a benefit.  Timing is the single most important critical success factors that creates value on investment - no matter fantastic the value, if it is not provided in a timely fashion then the value is diminished over time. 


Rapid ITSM is based on Plan-Do-Check-Act (PDCA) Cycle that is also used for business process improvement.  Rapid ITSM uses a closed control method to ensure that continuous process improvement.  The figure below illustrates the method.  We start by defining the process; next the process is measured;  the metrics are then compare against norms; the root cause of any issues is identified, solution are investigated, and recommendations are proposed; the final step takes action by implementing the changes and the process is documented.


  • Don't have to re-invent the wheel

  • Non-proprietary - no need for specialized training such as UML, BPMN, RUP, ...

  • Customized for your company

  • Reduced implementation time - only months not years

  • Reduced implementation cost


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